Sending Sky equipment back

[Anthonyac95]

Hello, my account has been restricted, I've received an email to send the equipment back, but I've yet to receive the prepaid labels or packaging, i can't make calls at the moment so i assume my account has been cancelled? Its been 48 hours since the email. I of course have an outstanding balance on my account that has yet to be payed. What do i do?, i of course want my account terminated and the equipment sent back to avoid any of those extra charges.

[Daniel0210]

@Anthonyac95 
You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

[caesarome]

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@Anthonyac95 wrote:
Hello, my account has been restricted

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@Anthonyac95 wrote:
I of course have an outstanding balance on my account that has yet to be payed. What do i do?,

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What is this outstanding payment and why has your account been restricted as I wouldn't have tjought theat will be anything to do with not returning the equipment.

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@Anthonyac95 wrote:
What do i do?, i of course want my account terminated and the equipment sent back to avoid any of those extra charges.

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Have you given Sky your 31 days notice to cancel your account ?

[Anthonyac95]

Even if my account is restricted, its not been terminated?, why then are they asking me to send the equipment back? My account is restricted hence why i need to send the equipment back, in this case i would assume my account has been terminated?, and i need to return the equipment even with the presence of the outstanding.

[caesarome]

You say your account is restricted but is this when you login online to it or has your service been restricted due a bill not being paid ?

[Anthonyac95]

Outstanding bill

[caesarome]

And when did you last make a payment on your account, was it more or less than 56 days ?

[Anthonyac95]

I'd say more than 56

[Daniel0210]

@Anthonyac95 

Once a payment is outstanding for more than 56 days Sky can (and do) terminate the contract which is possibly what has happened here. The money is still obviously owed to them and once you've paid it and returned all equipment you'd have to discuss with Sky the likelihood of you becoming a customer again. 

[caesarome · Accepted solution]

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@Anthonyac95 wrote:
I'd say more than 56

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If Sky have terminated your account then it is up to you to return the equipment. You can use whatever boxes you have or can get as this link will help you to print the return label and return it via Royal Mail:

https://www.sky.com/help/articles/return-tv-broadband

Add a note inside with your account number and a list of equipment you have included.
Make sure you get and keep proof of posting when sending this off.

[Anthonyac95]

Ideally i would of liked a sky employee to confirm, but due too you guys doing such a good job, i can't complain, I'll do just that, regards, thank you both for clearing up things for me. 

[caesarome]

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@Anthonyac95 wrote:

Ideally i would of liked a sky employee to confirm,

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If they have terminated your account and if you haven't received an email or letter about it then all you can do is to call. Under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

When you do call say nothing when the bot speaks to you about what your call is about as it should then route you to somebody.